Head of gUP Platforms and Devices

Google•Boulder, CO

7h•$224,000 - $311,000

About The Position

In gTech Users and Products (gUP), our mission is to advocate for Google’s users by creating helpful and trusted experiences across the product ecosystem. We achieve this by meeting partners and consumers where they are with support and help, representing their needs with our product partners and proposing fixes and features that elevate their engagement with Google's diverse product ecosystem. Additionally we provide a range of product services that ensure our products are optimized for every user, no matter where they are in the world (e.g., localization, digitization, partner integration, and more). The mission of the Platforms and Devices (P&D) team in gUP is to support users (end users, partners, small businesses, etc.) for Google’s consumer products and services such as Pixel, Google Fi, Home and Health, Google Store, Google subscriptions as well as Google Store. As the Head of gUP P&D for Google Store Product and Customer Support Excellence, you will lead a high-performing team of Product Support Managers and assist cross-functional effort. You are responsible for delivering a customer support experience for the Google Store, spanning online and a growing network of offline, primarily hardware, retail with a global footprint. You will act as a strategic consultant to the Google Store Product area, translating complex user feedback and friction points into actionable insights that shape the future of the Store portions of the Pixel ecosystem, Store product roadmaps and customer support strategies. Your mission is to advocate customer trust, mitigate fraud, and scale support operations through innovative AI and automation. Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

Requirements

Bachelor’s degree or equivalent practical experience.
15 years of experience in a project/program management, strategy or consulting role.
5 years of experience in people management.
Experience with cross-functional stakeholder management.

Nice To Haves

Experience inspiring and developing geographically distributed teams.
Proven ability to influence executive leadership levels across multiple functions, inspiring cross-functional teams to achieve shared business goals.
Experience implementing AI-powered tools (e.g., Agentic AI) to drive operational efficiencies and cost savings for customer support.
Expertise in translating complex support metrics (CR, CPC, RCR) and customer feedback into business impact and product roadmaps.
Deep understanding of refund fraud reduction, gift card scam mitigation, and risk-based decision-making.
Proven track record in launching and supporting large-scale hardware products or global-scaled hardware retail.
Ability to thrive in a fast-paced environment and lead complex projects.

Responsibilities

Define and execute end-to-end operational frameworks for Google Store to deliver a consistent customer experience, enhance user trust, and reduce fraud while driving cost efficiency worldwide.
Implement next-generation machine learning and AI conversational support systems to automate user interactions, streamline workflows, and significantly decrease global contact rates across operations.
Synthesize customer feedback to resolve critical journey gaps, manage bug hotlists, and guarantee complete operational readiness while exceeding core launch metrics.
Partner with Product, Engineering, and UX to advocate for customer-centric post-purchase features across the lifecycle while ensuring compliance with complex regulations.
Inspire and mentor Product Support Managers to foster a high-impact culture while managing strategic relationships with executive stakeholders across Store product, operations, and global support teams.